Customer Assistant -Service & Safety -Carlisle

Summary

Customer Assistant - Service and Safety - Carlisle

Work Pattern

Sun 11:15-18:00
Mon 11:15-18:00
Tues 11:15-18:00
Wed 11:15-18:00
Sat 11:15-18:00

Over 18s only

Key Accountabilities and Measures

• Provide customers with a visible presence at the beginning of their shopping journey.
• Welcome customers to the store with a smile and by making eye contact, using greeting techniques known to deter theft.
• Support other areas within the store (e.g., Foods, C&H, Operations).
• Be knowledgeable of the store, support key marketing messages, latest products, and common customer inquiries.
• Assist customers in navigating the store, recognizing when a customer needs help and providing appropriate support.
• Thank customers for shopping when they exit.
• Deal calmly and empathetically with customers in a variety of retail circumstances, including confrontational situations.
• Respond to door alarms sincerely and resolve any customer issues.
• Act as a visible deterrent against violence, anti-social behavior, targeted theft, and criminal activity.
• Identify and monitor suspicious persons or activities and take appropriate actions to deter theft.
• Report all incidents through the M&S Incident reporting process, either via the Hicom app or to the Security Operations Centre.
• Ensure that individuals served with a trespass notice do not re-enter the site.
• Engage with police and other security personnel to improve service, which may include attending crime partnership meetings.
• Apprehend external thieves only if necessary and in accordance with business policy.
• Report any incidents of known or suspected internal theft or malpractice.

Key Skills

• Confident with a friendly and natural personality.
• Strong communication skills with the ability to engage customers easily.
• Focus on greeting customers and deterring suspicious activity.
• Empathy with the M&S brand and values, including service behaviors.
• Self-motivated, willing to improvise, and open to trying new approaches.
• Maintain high standards of appearance and uniform.
• Good observation skills are beneficial, though no licensing is required.

Key Relationships and Stakeholders

• Store Management team
• Store Colleagues
• Operational Security Manager
• Regional teams (RLPMs/RCOMs)
• Store Detectives
• SOC
• Police
• Local Networks